Quality Systems Process－Turtle Diagram Process Type No.: C8

Customer Feedback Procedure Date of examination: File: Turtle Diagram Turtle Diagram Trial Version Page 1/1

Customer Feedback Procedure

Approaches (Material/equipment/facility/necessary spare parts, etc.) 1．Computer 2．Network and fax 3．Other devices receiving information

Who (Responsibility/skill matrix/qualification training/special training) 1． International Dept: analysis of customer satisfaction information, comparing, scoring and rating;

create annual satisfaction report and submit the report for management evaluation; follow up improvement plans

2． Sales & International: regular communication with customers, collect external information about customer satisfaction.

3． Production & QA: collect internal information about customer satisfaction. 4． HR: collect internal information about customer satisfaction, create annual satisfaction report

and submit the report for management evaluation; follow up improvement plans 5． GM: review and confirm customer satisfaction; organize people to create ideas and measures to

improve.

Outputs (Procedures & major points internal &

external customers expect) 1． Satisfaction and satisfaction analysis

report, correction measures and continuous improvement

Inputs (External & internal customer opinions) 1．Performance of quality targets, PPM/ratio of scraps, customer complaints, results of product reviews, customer list, customer questionnaire

Measurement (Performance of process target) 1． Customer satisfaction increased (%), % of timely responses to feedbacks, % of questions closed

How? (Approach/special environment requirement/procedure/work specification/list/format) 1．YGB-KPSNC-QM001-2004 Quality Manual 2．YGB-KPSNC-QP8201-2004 Confirmation Procedure for Customer Satisfaction

3．YGZ-KPSNC-QT051-2002(A/0) Standards for Customer Satisfaction Scoring 4. YGB-KPSNC-QP8502-2004 Procedure for Correction & Prevention Control